Position Overview The Intake Manager owns the Firm's front door: the point where every inquiry and referral is first heard, evaluated, documented, and either advanced for attorney review or respectfully declined in accordance with Firm procedures. This is a legal operations leadership role rather than a call-handling position. The Intake Manager turns a high volume of inbound contacts into a clean, well-documented pipeline that attorneys and Firm leadership can act on quickly and with confidence. The person in this role leads the intake team day to day, establishes and maintains the standard for a complete and accurate intake, and is accountable for the quality and reliability of the information attorneys rely on when evaluating potential matters. The Intake Manager also plays a key role in coordinating accepted matters with attorneys and the Office Administrator, maintaining accurate intake and lead-source data, and providing meaningful reporting to Firm leadership and the Firm's marketing partners. Behind every intake is someone reaching out during what may be a difficult or stressful moment. This role is expected to keep that in view while maintaining professionalism, sound judgment, accuracy, responsiveness, and the ability to operate effectively at volume. Key Responsibilities

• Own day-to-day intake operations from initial inquiry through disposition, including handling new inquiries and referrals, client troubleshooting, case evaluation, matter updates and closures, and the advancement or decline of potential matters in accordance with Firm procedures and established attorney guidance.
• Lead, train, supervise, and evaluate intake coordinators, administrative staff, and support team members responsible for client intake and matter processing, establishing clear expectations for responsiveness, accuracy, documentation, follow-up, and client service.
• Review and approve intake work submitted by the team, applying legal knowledge and judgment to confirm that records are complete, relevant case facts are identified and properly categorized, and matters requiring attorney review are escalated promptly.
• Prepare concise, attorney-ready case summaries and status updates that clearly identify the relevant facts, issues, supporting information, and outstanding items needed to facilitate efficient case evaluation and decision-making.
• Collaborate with attorneys and the Office Administrator regarding the assignment and distribution of accepted cases among attorney staff, taking into consideration case type, workload, capacity, Firm priorities, and other relevant assignment considerations.
• Coordinate and communicate new case assignments to the appropriate attorneys and staff, ensuring assignments, case ownership, status, and related follow-up requirements are accurately documented in the Firm's systems.
• Serve as a liaison among the intake team, attorneys, the Office Administrator, and other Firm personnel regarding new matters, case assignments, intake status, and issues requiring additional review, follow-up, or reassignment.
• Own intake data within the Firm's case-management and intake platforms as the system of record, ensuring potential-client and case information, matter status, attorney assignments, lead sources, referral information, and follow-up activity remain accurate, current, and reportable.
• Maintain accurate lead-source and referral data to support reliable marketing attribution, intake analysis, and reporting, and work with the intake team to correct incomplete or inconsistent information.
• Prepare, review, and coordinate monthly intake and marketing reporting for submission to the Firm's marketing company, including relevant lead, referral, conversion, case acceptance, and other intake-performance information requested by Firm leadership.
• Work with the Firm's marketing company and internal leadership to address questions regarding reported intake data, reconcile discrepancies when identified, and provide information needed to evaluate lead quality, sources, conversion activity, and intake trends.
• Track and analyze intake performance, including inquiry volume, conversion rates, response and processing times, outcomes, lead sources, referral sources, and points where potential matters stall or are lost.
• Translate intake and reporting data into actionable information by identifying recurring trends, workflow gaps, data-quality issues, and opportunities to improve intake processes, attorney handoffs, client responsiveness, and overall conversion.
• Verify medical or commercial insurance coverage and coordinate attorney rate setup and special billing arrangements as new matters require.
• Work closely with attorneys, Firm management, billing, scheduling, clinical, marketing, and administrative teams to keep potential and newly accepted matters moving efficiently through the intake and assignment process.
• Maintain appropriate confidentiality and discretion in handling prospective-client, client, attorney, personnel, marketing, financial, and Firm information.
• Recommend and assist with the implementation of intake procedures, workflow improvements, reporting standards, and system enhancements that improve efficiency, accountability, data quality, and the client experience.
• Perform other related duties as assigned to meet the operational needs of the Firm. Qualifications
• J.D. preferred, or 5+ years of relevant experience in legal intake, legal operations, plaintiff-side case evaluation, litigation support, or insurance claims adjusting, including experience handling personal injury or bodily injury claims within an insurance company.
• Strong working knowledge of legal intake and case evaluation, including the ability to identify relevant case facts, understand what information attorneys require to evaluate a potential matter, recognize matters requiring prompt escalation, and understand the importance of accurate and complete intake documentation.
• Insurance claims experience in a personal injury or bodily injury claims department is valued, including experience evaluating liability, damages, medical documentation, coverage issues, claim exposure, and other information relevant to the assessment of personal injury matters.
• Experience working directly with attorneys and cross-functional legal teams, with the ability to coordinate effectively among attorneys, administrative leadership, intake personnel, and other Firm departments.
• Demonstrated leadership and supervisory ability, including experience establishing expectations, training staff, reviewing work product, providing feedback, managing performance, and maintaining accountability within a team.
• Strong organizational and operational skills, with the ability to manage multiple potential matters, attorney assignments, deadlines, stakeholders, follow-up requirements, and competing priorities in a fast-paced environment.
• Strong analytical skills and attention to detail, with the ability to review intake and marketing data, identify trends or discrepancies, and produce accurate recurring reports for Firm leadership and external partners.
• Clear, concise written and verbal communication skills, with the ability to produce attorney-ready case summaries, management updates, reports, and professional communications with internal and external stakeholders.
• Strong judgment, discretion, and professionalism when handling confidential attorney, personnel, prospective-client, client, marketing, and Firm information.
• Proactive, ownership-oriented approach, with the ability to work independently, follow through on open items, coordinate across departments, resolve routine operational issues, and raise concerns promptly when attorney or management involvement is required.
• Demonstrated ability to use case-management and intake platforms, with Lead Docket and Filevine preferred, as systems of record for maintaining reliable data, tracking matter status and assignments, producing reports, and improving workflows.
• Strong proficiency with Microsoft Word, Excel, and Outlook, including the ability to organize, review, and report intake and performance data accurately.
• Experience working with marketing attribution, lead-source reporting, intake analytics, or similar performance reporting is preferred.
• Experience with a crisis hotline, victim services, or similar high-empathy intake work is a plus, as much of this role involves communicating with individuals during difficult or sensitive circumstances.

Job Type:

Full-time Pay:

$80,000.00 - $120,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off

Work Location:

In person